Earlier this year, we consulted on how we could proactively manage at-risk intact fibre orders that may have a high likelihood of failure on the activation date. These scenarios are sometimes hard to detect, especially when the ONT has been switched off, but we are working on how to better identify orders at risk. This could include scenarios where an ONT is damaged, missing, or has incorrect address records assigned during the initial install order.  

We asked about when and how we should intervene on at-risk orders, and we ran a co-design session with you on how to present at-risk ONT information and how you could possibly consume this.

Your feedback

• In principle you agreed it would have a positive impact if Chorus intervened, and that earlier in the order process is better.
• You said the value was in reducing fault calls/interactions and improved CX.
• You were concerned about the cost of a proactive truckroll – and we have agreed that Chorus should cover the cost in these scenarios.
• In terms of improved CX, we need to ensure that triggering a proactive truckroll doesn’t take longer than a reactive fault ticket.
• You said it is important for actions to be simple for the frontline RSP agent managing the order.  
• You said your frontline agents wouldn’t be able to reference a list of known risky addresses at the point of ordering – this type of information would need to be integrated into the order process itself.
• You said that it would be useful to know the rationale for why an address has been flagged as risky.
• Any COM changes need to be planned well in advance, and timing of API work might be a factor.

Next steps

We would like to run an intervention trial for at-risk intact activation orders in April 2024 (drawing on elements of the recent Proactive Assurance Trial) and we’d like to hear from those of you who are interested in participating. If successful, elements from the trial could be incorporated into our BAU processes and systems (e.g. Fibre Connect APIs).

Contact

If you would like to register your interest, please contact your account team by 31 January 2024.